Santa Barbara Tax Products Group

March 31, [redacted] Dear Ms [redacted] This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on March 22, In your complaint you stated that, that TPG was holding your tax refund without an indication as to whyYou tried reaching out to TPG and was unable to speak to anyoneWhen you tried uploading your information, you said the website would not accept your information Please allow me to explain the role of TPG in this matter TPG, on behalf of [redacted] (Bank), offers tax related financial products through a network of tax preparation franchises, independent tax professionals and online tax preparation providersThese products provide the taxpayer a method of having their tax preparation fees deducted from their tax refund without paying any upfront feesWhen your taxes were prepared through Turbo Tax, you chose a Refund Transfer (RT) productWhen the taxpayer selects an RT, they direct the IRS to deposit their tax refund into a temporary account at the BankWhen the Bank receives the IRS refund (usually less than days from the filing date), the Bank makes deductions from the refund to pay the tax preparation fees and Bank feesThe balance of the refund is then disbursed to the taxpayer by way of deposit to an account designated by the taxpayer Due to the amount of compromised SSNs along with non-public personal information (NPPI) throughout the country, we have put controls in place to prevent identity theft and fraudTPG feels this is the most prudent course of action to protect taxpayers given the current environmentTPG is committed to protecting your privacy and ensuring that only you can access your funds TPG was able to review and release the hold on your account on March 23, Your funds were direct deposited into the account you entered on March 23, We experienced large call volumes which correlates to extremely large funding from the IRSThis unexpected spike in business caused an extreme demand on our resources such as our call centerWe apologize for the inconvenience this has caused you and the inability for you to reach live customer support If you have any other questions or concerns, please feel free to contact me at 877-908-7228, Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Thanks for the update however Again, I did not receive ANY communication from your company that my return was being held until I calledAlso, if there was any question as to my SSN# being compromised then again, I should have been contactedI also did not agree for your company to have any rights to hold my refund so I and demanding that the processing costs be creditedAlso, please answer to the question as to why the operator (***, employee # [redacted] ) referenced that the IRS requested verification on my identity when according to the IRS fraud department that was not the case Regards, [redacted]

March 14, [redacted] ***>Dear [redacted] This is in response your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on March 4, In your complaint, you stated that you filed your tax refund through [redacted] on February but knew there was going to be an issue due to a mistake you made during the processYou claim that there were automatic ACH and bank withdrawal charges that totaled to $You are requesting a refund for this amount In this scenario described in your complaint, you have chosen a Do-It-Yourself (DIY) tax preparation software package through [redacted] ***The taxpayer is entirely responsible for the information provided to the software including the disbursement account where the refund will be deposited If a taxpayer enters a bank account that will not accept the refund deposit, the transaction is rejected by the receiving bankOften time this occurs because the taxpayer has entered incorrect bank account information or the account is closedTPG has nothing to do with the incorrect account information entered by the taxpayer or the receiving bank’s decision to reject the fundsOnce TPG receives the rejected refund, the company has the option of making another attempt to disburse funds to the customer or simply return the funds to the IRS Section of the online agreement clearly establishes the following: Note: To ensure that there are no delays in receiving your refund, please contact your financial institution to confirm that you are using the correct RTN (routing) and account numberIf you or your representative enter your account information incorrectly and your deposit is returned to BANK, the Deposit Account balance minus a $returned item processing fee will be disbursed to you via a cashier’s check mailed to your physical address of recordThe BANK, the Processor and Intuit are not responsible for the misapplication of a direct deposit that results from error, negligence or malfeasance on the part of you or your representative In cases where the BANK has received your federal tax refund but is unable to deliver the funds directly to you, funds may be held at the BANK until claimed, or returned to the IRS or State of residency Additional return item and processing fees may be deducted from the Deposit Account for federal tax refunds that continue to be undeliverable and unclaimed and must be returned to the IRS or State The amount of additional processing fees will be determined by the efforts required and the complexity of the transaction but will not exceed $Processing fees will be paid by BANK to Processor On February 26, 2016, TPG was able to process your Cashier’s Check and mail it to the address on recordTPG confirmed that the check negotiated on March 4, TPG is sorry for any inconvenience you may have experienced If you have any other questions or complaints, please feel free to contact me at [redacted] , Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

Extremely Horrible the IRS approved and send my refund to stpg on 02/09/until this day 04/15/they haven't resolved or do anything the problem was that they mess up and send my refund to the wrong tax prepared or ifin number it was their mistake because the name of the office where I filed my taxes is totally different to the one they send the money I've been dealing with them since then all I ask was to RETURN MY MONEY BACK TO THE IRS SO THAT THEY CAN MAIL A PAPER CHECK TO ME and they haven't resolved nothing all they do is lie to me they told me, twice they told me that the money was already sent back to the IRS and one month later they e-mail me saying that my money is on holdAll that corporation have is people trained to lie they all are innepts that don't know nothing every time I callI'M SICK AND TIRED OF ALL THIS BULL CRAP IF THEY DON'T SOLVE THIS PROBLEM IMMEDIATELY I'M READY TO SUE THEM FOR NEGLIGENCE AND FRAUDDON'T RECOMMEND TO ANYONE BE AWARE AND ASK YOUR PREPARED WHAT BANK OR PRODUCT THEY USEIT'S MY FIRST AND LAST TIME USING STPG AND THEY BETTER RETURN MY MONEY

March 21, [redacted] Dear Ms [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the RevDex.com on March 10, Your complaint stated that TPG held your tax return for two weeksYou were able to upload your identification for verification and asked to wait days for TPG to process itAfter waiting the days, you called TPG to learn your identification had not been approved yet You also claimed TPG’s customer service was rude towards you during your conversation We apologize for the inconvenience you experienced and the manner in which you felt our customer service agents handled your inquiryWe have spoken with the customer service representatives regarding your complaint and reminded them of their obligation to always process customer inquiries in a respectful manner Controls are in place to protect our customers from identity theft and fraudOn March 11, TPG was able to approve your identification and release the hold from your accountOn the same date, TPG was able to process your refund as a Cashier’s Check and mail it to the address you providedPlease allow up to days for your Cashier’s Check to reach your addressDue to the volume during the same timeframe, TPG needed extra time to process your documents Thank you for taking the time to communicate to us why our service did not meet your expectationsIf you have any questions or concerns, please feel free to contact me at [redacted] Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I may have explained my dissatisfaction with your business and my experience incorrectlyI understand that my bank declined the bank transfer and the funds were sent back to your companyWhen I found your site and put in my information as for my drivers license after I submitted that your website informed me to allow business days and that I would receive an email or phone call within that time for the status of my accountWhen I logged back on the site it stated that my account was still on hold and to submit this information again, this was on Thursday, Friday, Monday Feband 16thWhen I called on Monday, Febthe lady that I spoke with said that she would sent my information to her supervisor and they would send it up to the people that review the identification and that my check would be printed the next day which was Tuesday, Feb16thI was upset that it was clearly after the business days that your site stated and I had not received any information prior regarding that your company needed to verify my identityOn Tuesday when I called I spoke to a lady who informed me that my check was not yet printed and should be printed within hoursThis is very upsetting because no one provided me any exact information and was only guessing at when my check would be sent to meI called back on WedFeb17th and at this point I was very upsetI had been transferred several times one in which I had already left a voicemail to speak with a supervisor this was done on Thursday and no one called me backI then spoke with [redacted] rep id [redacted] and asked that my check be sent overnight due to all the problems that I had with your company she told me that she could not and that I can speak with her supervisor but the person that I spoke to before her said that she was the supervisor she [redacted] transferred me to [redacted] rep id [redacted] who then started to say "we do not have to hold your money we can send them back to the IRS and then you would be waiting business days or more for your money" [redacted] was very rude and disrespectful to me when I began to express to him the trouble and frustration that I was going through just getting information from your companyWhen I asked [redacted] to please listen to me and hear me out he started talking over me and then hung the phone up on me while I was talkingI have worked in Customer Service for over years and NEVER does a team lead or supervisor ever hang up on a customer! This really is ridiculous that your team leads conduct themselves like this and it should never be doneI was hold before that I would be able to check my status online but it never updates and says that my account is still on holdThe only person that listened and tried to help me was [redacted] (I may have spelled her name wrong) her rep id is [redacted] she heard me out and understood and at least provided me a tracking number and called me the following day to provide the tracking number to me [redacted] provided me horrible customer service and I hope that he is coached on this Regards, [redacted]

[redacted] RE: Case [redacted] Dear [redacted] , This is in response to the complaint filed against Santa Barbara Tax Products Group to the Revdex.com on April 1, in regards to service issues Upon review of your record, a Refund Transfer (RT) was chosen when your taxes were prepared through Turbo TaxOn February 10, the IRS funded your federal return; fees were deducted to pay your Turbo Tax user fees and an additional bank deposit product feeThe balance was deposited to the account instructed on The Citizens Banking Company Refund Processing AgreementYour Bank rejected the funds and declared the account an R“No Account/Unable to Locate Account” The funds were returned to TPG on February 12, Please feel free to use trace number [redacted] to discuss the rejection issue directly with your bank TPG has nothing to do with the receiving bank’s decision to reject the fundsOnce TPG receives the rejected refund, our company has the option of making another attempt to disburse funds to the customer or simply return the funds to the IRSTPG charges a commercially reasonable processing fee to cover the expenses associated with processing these items Most banks typically charge between $and $for return item feesIn this case, you were charged a $reprocessing fee for the rejection of funds and $for the processing to return to IRSThis fee is disclosed in your online agreement; a sample document has been attached for your review Because your attempt to change your account information failed we were unable to obtain the personal information from you in order to verify your identity and to make the applicable changes needed to correct your account informationFunds returned to the IRS on March 20, IRS can take several weeks before they acknowledge receipt and post to your account Please feel free to contact me at [redacted] , Monday through Friday am to pm if you have any further concerns or questions regarding this complaint Respectfully, [redacted] Compliance Analyst

February 22, [redacted] , [redacted] Dear Miss ***, We are writing in response to a complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) on February 14, Please allow me to explain the role of TPG in this matterTPG, on behalf of [redacted] (Bank), offers tax related financial products through a network of tax preparation franchises, independent tax professionals and online tax preparation providersThese products provide the taxpayer a method of having their tax preparation fees deducted from their tax refund without paying any upfront feesWhen your taxes were prepared through [redacted] Tax, you chose a Refund Transfer (RT) productWhen the taxpayer selects an RT, they direct the IRS to deposit their tax refund into a temporary account at the BankWhen the Bank receives the IRS refund, the Bank makes deductions from the refund to pay the tax preparation fees and Bank feeThe balance of the refund is then disbursed to the taxpayer by way of deposit to an account designated by the taxpayerIn the complaint we received, it was stated that there were issues surrounding the receipt of your tax refundAdditionally, it was mentioned that you were unaware of your agreement with TPG when you filed with [redacted] TaxTo address your complaint we have listed the timeline of events below: According to our records, on February 11, 2017, TPG received your electronic filing record from [redacted] ***This means that you utilized tax software to prepare your tax return and elected to initiate a Refund Transfer to pay your software feesDue to certain fraud filters, your account was placed on hold on February 11, Please keep in mind that this hold was placed before the IRS funds your returnTo elaborate, as of February 17, 2017, the IRS is still in possession of your refundHowever, once the IRS releases it to TPG, the funds are deposited in a non-interest bearing account where the hold on your account will remain in effectIn order for his hold to be released, we must first verify your identityYou may submit your valid government issued photo ID at [redacted] The enhanced due diligence is part of routine audits we undertake in cooperation with the IRS, funds are held in order to verify the identity of each record holder and request the necessary documentation to confirm the tax return in question before releasing any funds These controls are in place to protect our customers from identity theft and fraudPlease understand that when TPG places a hold on the account it is for the benefit of the customer as it allows TPG to verify their identity, remove the hold from the account and release the funds to the lawful ownerTPG notifies the customer, through email, before funding, in order to process authentication and allow the refund to be deposited into the account once it is funded by the IRS without any further delaysIt is the industry standard to reject the transaction which cannot be authenticated and return it to the originator, in this case the IRSIf the funds were returned directly to the IRS, the refund would be delayed for an extended period of timeTPG is providing the service which we were contracted to provide in deducting the applicable fees and depositing the funds into the account which you directed on the online agreement; therefore, we must deny your request for your fee reimbursementPlease reference the enclosed Refund Transfer Application and Agreement sent to you via USPSWe are very sorry for any inconvenience you have experiencedPlease understand that with the heightened fraud in the tax industry, TPG is required to set up processes to protect our clients and help limit identity theftIf you have any questions or concerns, please feel free to contact TPG at [redacted] , Monday through Friday between 7:00am to 4:00pm (PST), or you may utilize our live customer support chat by logging onto [redacted] , Monday through Friday between 6:00am to 6:00pm (PST) Respectfully,Santa Barbara Tax Products Grouo

February 17, [redacted] Dear Mr***, This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 12, You stated that you have not received your refund yet after it was rejected by your bankOnce you learned it was rejected, you contacted TPG’s customer service again to inquire about your refundThank you for your feedback, we appreciate you telling us of your experienceWe are experiencing extremely large call volumes which correlates to an extremely large, and unexpected, funding from IRSThis unexpected spike in business has caused extreme demand on our resources We understand your frustration with the delay in processing your refund Initially, your bank rejected the transaction and returned the funds back to TPG Additionally, controls are in place to protect our customers from identity theft and fraud and therefore you had to go through a process to verify your identity We apologize if our attempts at obtaining your personal information were perceived as rude, but please understand it is our obligation to investigate these matters thoroughly to ensure the money is forwarded to the lawful ownerAll the customer agents involved have been reminded of their obligation to always process customer inquiries in a respectful manner Once your personal information was verified with TPG, your refund was converted into a Cashier’s Check and mailed to you on February 12, to the address on recordPlease allow up to days for the check to be receivedIf you have any questions or concerns, please feel free to contact me at [redacted] , Monday through Friday, 7am to 4pmSincerely, [redacted] Compliance Analyst

Dear Ms [redacted] , This letter is in response to a complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) on February 23, In the complaint received, it is stated that although you expected a return of $8424.00, TPG only deposited $On February 22, 2018, you received a notification from TurboTax that the refund would be deposited to your [redacted] on that dateYou checked your [redacted] account and discovered that the deposit amount was less than the expected amountAfter contacting TPG and hearing that there were no offsets, you are not sure where the remaining balance is, and therefore you would like TPG to release your fundsTo give you some background information and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with [redacted] (***)TPG is a third-party processor for the ***Through this relationship, [redacted] can offer tax products which are sold through TPG through independent tax professionals and online tax preparation servicesThe product you have used through TPG, called a “Refund Transfer”, allowed you to pay for your tax preparation fees and RT processing fee directly out of your tax refundAccording to our records, TPG received your electronic filing record from TurboTax on January 23, This means that you used tax software to prepare your own tax return and you elected to utilize a Refund Transfer to pay your software feesIn the meantime, for purposes unknown to TPG, the Financial Management Service (FMS) intercepted your refund before it was received at TPGFMS offsets taxpayers’ refunds through the Treasury Offset Program to pay off past-due federal agency non-tax debts such as child support, student loans, and state income tax obligationsOn February 21, 2018, your refund was approved by the FMS and payment was made to TPGOn that same date, TPG deducted the software fee and the RT processing fee and deposited the remaining balance to the [redacted] account indicated on your tax returnPlease reference the detailed letter mailed to the address on record for funding and fee amountsNeither TPG nor the IRS is provided with the specific information of your debtIt is advised that you contact the Treasury Offset Program at (800) 304-for further details regarding the government debtThe FMS will send a notice in the mail informing you of any government offset that was madeYou may also utilize the “Where’s My Refund” tool at the IRS to check on the status of your refund including any notices of refund reductions (https://www.irs.gov/refunds)If you have any questions or concerns, please, do not hesitate to contact TPG directly at 858-550-5072, Monday through Friday, 7:am to 4:pm PST Respectfully, [redacted] Program Operations Analyst

March 2, [redacted] class="MsoNormalCxSpMiddle">RE: Complaint ID: [redacted] Complaint ID: [redacted] Dear Ms***, This is in response to the complaints filed against Santa Barbara Tax Products Group through the Revdex.com on February 22, by you and your spouse Your complaint stated that once you learned your account was placed on hold, you tried speaking with TPG’s customer service to learn why there was a holdYou were unable to speak to someone after calling a number of times which is why you filled a Revdex.com complaint We are experiencing extremely large call volumes which correlates to extremely large funding from the IRSThis unexpected spike in business has caused extreme demand on our resources and unfortunate delays in processing We apologize for the inconvenience this has caused you and the manner in which your inquiry was handled by our Customer Service agents Controls are in place to protect our customers from identity theft and fraudOur Risk Department contacted you on February to discuss your complaintTPG was able to verify your information and released the hold on your accountYour refund was direct deposited into your account If you have any other questions or concerns, please feel free to contact me at [redacted] , Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

April 29, [redacted] Dear Ms***, This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on April 8, In your complaint, you stated that you filed your federal return through Turbo TaxYou had your refund deposited into a friend’s account but there was an issue where your refund was sent back to TPGYour refund has been with TPG for the last month and you are still waiting for it to be deposited into your accountPlease allow me to explain the role of TPG in this matterTPG, on behalf of the Bank, offers tax related financial products through a network of tax preparation franchises, independent tax professionals and online tax preparation providersThese products provide the taxpayer a method of having their tax preparation fees deducted from their tax refund without paying any upfront costsWhen the taxpayer selects an RT, they direct the IRS to deposit their tax refund into a temporary account at the BankWhen the Bank received the IRS refund (usually less than days from the filing date), the Bank makes deductions from the refund to pay the tax preparation fees and Bank feesThe balance of the refund is then disbursed to the taxpayer by way of deposit to an account designated by the taxpayerIn summary, on January 29, 2016, TPG received your electronic filing record from [redacted] This means that you used this tax preparer to prepare your tax return and you elected to utilize a Refund Transfer to pay for your tax preparation fees TPG received the data file only and no monies were transferred The IRS funded your return on February 9, Your tax preparer issued a check at their office and provided it to you TPG confirmed that the check was negotiated on February 12, The issue that was raised in the complaint does not exist on this recordIf you are contacting us on behalf of another taxpayer, please have them contact us directly at 877-908-7228, Monday through Friday, 7am to 4pm No information can be disclosed without speaking directly with the record holder Sincerely, [redacted] Compliance Analyst

March 12, [redacted] Dear Mrs [redacted] , This letter is in response to a complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) on March 8, First and foremost, we would like to apologize for not being able to contact a live customer service agent during your callWe take this complaint very seriously and are committed to providing you a positive experience with our company To give you some background information and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with [redacted] Bank (Bank)TPG is a third-party processor for the BankThrough this relationship, [redacted] is able to offer tax products which are sold through TPG through independent tax professionals and online tax preparation servicesThe product you have used through TPG, called a “Refund Transfer”, allowed you to pay for your tax preparation fees and RT processing fee directly out of your tax refundThis service is optionalThis saved you the difficulty of paying these fees upfront to the software provider To address your complaint, we have listed the timeline of events below: · According to our records, on February 9, 2018, TPG received your electronic filing record from the online service provider [redacted] TaxThis means that you used tax software to prepare your own tax return and you elected to utilize a Refund Transfer to pay your software fees· On February 20, 2018, your account was placed through enhanced due diligence at TPG to protect your account from fraudPlease keep in mind, TPG notifies the customer, through email, before funding, to process authentication and allow the refund to be deposited into the account once it is funded by the IRS without any further delaysUnfortunately, TPG did not receive your identification prior to the IRS funding your accounto Due to industry requirements and company policy, if an account is flagged for unusual activity we are required to perform additional account due diligence in order to authenticate the identity of the taxpayerMany companies, including most banks, feel that tax refunds with suspicious account attributes are high risk and rather than trying to perform additional due diligence they simply return the funds to the IRS TPG feels a better option for their valued customers is to try to perform additional steps to validate accounts and release the holds o Please note: Rather than rejecting the funds received by the IRS, which can delay your refund up to weeks, we allow our customers to submit an unexpired government issued photo ID and go through ID authenticationTPG’s verification process can take up to business days to review the IDOnce we can validate that you are the taxpayer associated with the tax return filed, we release all funds received by the Government agencyFunds are held in a non-interest bearing account while we are waiting for the customer to respond to our enhanced due diligence requestIf the customer does not respond to our request within a timely manner, we return the funds to the IRS · On February 27, 2018, your refund was approved by the IRS and TPG received payment related to your federal refundOn that same date, TPG deducted the ***Tax software fee, RT fee and the balance remained on hold in a non-interest-bearing account for ID verification· On March 7, 2018, TPG received a copy of your driver’s license and began the review process· On March 8, 2018, TPG was able to validate your identification and released the account hold· On March 9, 2018, TPG made payment to the bank account you designated on your tax returnPlease reference the detailed client letter mailed to address on record for account and tracking information regarding the depositTPG is very sorry for any inconvenience you have experiencedPlease understand that with the heightened fraud in the tax industry, we are required to set up processes to protect our clients and help limit identity theftIf you have any questions or concerns, please, do not hesitate to contact TPG directly at 858-550-5072, Monday through Friday, 7:am to 4:pm Respectfully, [redacted] Program Operations Analyst

February 16, [redacted] Dear Ms [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the RevDex.com on February 11, You contacted TPG’s customer service regarding an error with the routing number you enteredYou stated that you provided your wire transfer routing number instead of your direct deposit routing number If a taxpayer enters a bank account that will not accept the refund deposit, the transaction is rejected by the receiving bank Often times this occurs because the taxpayer has entered incorrect bank account informationIn these cases, the receiving bank “rejects” the transaction and returns the funds to the sender, in this case TPGTPG will then re-disburse your funds via check Your refund was rejected by the receiving bank which allowed TPG to reprocess your refund and mail it to the address on recordYour check was mailed on February 11, Please allow up to days for the check to reach your address We are experiencing extremely large call volumes which correlates to an extremely large, and unexpected, funding from IRSThis unexpected spike in business has caused extreme demand on our resources and unfortunate delays in processing We apologize for the inconvenience this has caused you and the manner in which your inquiry was handled by our Customer Service agents If you have any questions or concerns, please feel free to contact me at [redacted] , Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

Dear Ms [redacted] , This letter is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on March 28, In the complaint received, you state you were unaware of TPG being involved with [redacted] Tax as a Third partyAfter several attempts in contacting [redacted] Tax, you were informed your refund was rejected by your bank due to an incorrect routing numberThe funds were then returned to TPGTPG informed you of the rejection and had you complete a reprocessing form to reissue a new checkOnce you received the check you realized TPG charged you a total of $for their mistakeTo resolve the issue, you would like TPG to reimburse you $ To give you some background information and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with [redacted] Bank (Bank)TPG is a third-party processor for the BankThrough this relationship, [redacted] can offer tax products which are sold through TPG through independent tax professionals and online tax preparation servicesThe product you have used through TPG, called a “Refund Transfer”, allowed you to pay for your tax preparation fees and RT processing fee directly out of your tax refundThis service is optionalThis saved you the difficulty of paying these fees upfront to the software provider, [redacted] Tax To address your complaint, we have listed the timeline of events below: According to our records, on January 29, 2018, TPG received your electronic filing record from ***TaxThis means that you used tax software to prepare your own tax return and elected to utilize a Refund Transfer to pay your software feesOn February 6, 2018, your refund was approved by the IRS and payment was made to TPGOn that same date, TPG deducted the software tax preparation fee, the RT processing fee of $and deposited the remaining balance to the bank account you designated on your tax returnOn February 9, 2018, your financial institution rejected the funds and declared the account an, R/ Invalid Account Number, and the funds were returned to TPGPlease reference the detailed client letter mailed to the address on record for further details regarding this rejection, bank account Routing information and the ACH contact number to your bankWhen a taxpayer enters a bank account that does not accept the refund deposit, the transaction is rejected by the receiving bankOnce the bank returns the rejected refund to TPG, the taxpayer is charged a $reprocessing fee and TPG makes another attempt to disburse funds to the customer by mailing a Cashier’s Check to the customer’s address of recordWe feel that this is a better option for our customers rather than rejecting the funds back to the IRSYou may also reference the RT Application and Agreement for these terms On February 9, 2018, TPG made a second attempt to disburse funds via a Cashier’s Check mailed to the address on recordOn March 1, 2018, you contacted TPG stating funds have not been receivedAt that time TPG emailed you an Indemnity Bond (IBOND) to the address on record, [email protected] was explained the IBOND would place a stop payment on the lost/stolen cashier’s check and issue a replacement checkOn March 13, 2018, you contacted TPG once more stating the IBOND had not been receivedOn that same date, TPG sent another IBOND via email and advised you to call back if it was not received.On March 19, 2018, you contacted TPG and requested to have the IBOND sent to the following email, [redacted] [email protected] your request, TPG emailed an IBOND to the new address provided.On March 21, 2018, TPG received and processed the IBOND formOn that same date, TPG issued a new Cashier’s Check to the address on recordAs of March 30, 2018, TPG has confirmation funds related to your return have been cleared by a financial institution TPG has provided the service which we were contracted to provide in deducting the applicable fees and depositing the funds into the account which you directed on the online agreementThe SAMPLE screen shots and RT paperwork enclosed with this letter will establish that our fees and references to the Bank are adequately displayed throughout the [redacted] Tax website as required by banking regulationsAdditionally, we have included a copy of your Refund Transfer Application and Agreement, provided by [redacted] Tax, for reviewPlease reference sections 1, 3, and for the disclosure of the RT Processing feeYou electronically agreed to these governing terms and conditions through the software application, therefore we must deny the reimbursement of the RT in the amount of $ However, as a one-time courtesy we will remit and refund the reprocessing feeTPG will process a Cashier’s check in the amount of $to the address on recordIf you have any other questions or concerns, please feel free to contact TPG at 877-908-7228, Monday through Friday between 7:00am to 4:00pm (PST) Respectfully, [redacted] Program Operations Analyst

Dear Mr [redacted] , This email is in response to the complaint filed against Santa Barbara Tax Products Group to the Revdex.com on March 18, regarding service issues When your taxes were prepared through Turbo Tax, you chose to deduct your fees from your refund When the taxpayer selects our bank product, they direct the IRS to deposit their tax refund into a temporary account at the BankWhen the Bank receives the IRS refund (usually to days from the filing date), the Bank makes deductions from the refund to pay the tax preparation fees and Bank fee The balance of the refund is then disbursed to the taxpayer by way of deposit to an account designated by the taxpayer (either a personal bank account or prepaid card) Upon review of your record, a Refund Transfer (RT) was chosen when your taxes were prepared through Turbo Tax On March 6, the IRS funded your federal return; fees were deducted to pay your Turbo Tax user fees of $and an additional Bank processing fee of $for the RT The balance was deposited to the account instructed on The Citizens Banking Company Refund Processing Agreement StAnne’s Credit Union rejected the funds and declared the account an R03/“No Account/Unable to Locate Account” You may contact your bank and provide them with trace number: [redacted] for further details regarding the rejection of funds The funds were returned to TPG on March 10, According to your contract, TPG issued a Cashier’s Check on March 10, and mailed it to the address on record which you state is in your possession TPG has nothing to with the receiving bank’s decision to reject the funds Once TPG receives the rejected refund, our company has the option of making another attempt to disburse funds to the customer or simply returning the funds to the IRS When the rejected refund was returned, TPG made a good faith attempt to deliver the refund to you through an alternative delivery method, which was a Cashier’s check TPG charges a commercially reasonable processing fee to cover the expenses associated with reprocessing these items Most banks typically charge between $and $for return item feesIn this case, you were charged a $reprocessing fee for the rejection of funds This fee is disclosed in your online agreement; please review the sample application attached for details The SAMPLE screen shots provided will establish that our fees and references to the Bank are adequately displayed on the Turbo Tax application for as required by banking regulations Our fee is located in five (5) different webpages ensuring the customer if fully aware of all bank fees The customer authorizes the deduction of fees upon selecting “I Agree” to the Refund Transfer Application and Agreement If the customer changes their mind, they may select the “Back” or “I Don’t Agree” button to return to the payment options page The customer is not obligated to select the bank product; they may choose to pay via credit card You may refer to the screen shots for clarification As a courtesy, the reprocessing fee of $will be remitted via Cashier’s check to your address on record since it appears it was an error on your part to input the correct account information For future reference, please verify your banking information for the deposit of your refund For direct deposit, the taxpayer’s name must be on the account For a joint return, some banks require both names on the account You stated in your complaint that you “can’t even cash the check because they have stipulations on the back of it stating that if I endorse it, I am agreeing to their terms and conditions” This check is a negotiable instrument and you may cash it at any participating financial institution The terms and conditions you are referring to have already been agreed to when you accepted and electronically signed the Refund Transfer Application and Agreement through Turbo Tax We thank you for the inquiryIf you have any further concerns or questions regarding this complaint, please feel free to contact me at 877-908-7228, Monday through Friday am to pm PST Respectfully, [redacted]

[redacted] Re: Case [redacted] Dear [redacted] , This email is in response to the complaint filed against Santa Barbara Tax Products Group to the Revdex.com of San Diego on April 4, regarding delivery issues TPG has returned your funds to the IRS on April 15, Please be advised that the IRS can take several weeks before they acknowledge receipt and post to your accountIt is recommended that you contact the IRS at ***-***- [redacted] for further details We apologize for the inconvenience this has caused you and the manner in which your inquiry was handledPlease feel free to contact me at ***-***-***, Monday through Friday am to pm, if you have any further questions or concerns regarding this complaint Respectfully, [redacted] Compliance Analyst

March 1, [redacted] ** [redacted] Dear [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 20, Your complaint stated that after filing your taxes with [redacted] , your refund was sent back to TPG after being rejectedOnce you learned this information, you were asked to upload your identification and that the process would take daysAfter over a week, you were still unable to have your account released from the holdYou also stated you were unable to locate TPG’s contact information which made it difficult for you to contact TPG to inquire regarding the status of your refund TPG’s website, [redacted] contains a Contact Us page You can find our contact information by clicking “For Taxpayers” on our homepage and then click “NEED HELP?” on the following page You have a number of options on this 1) you may submit a request by clicking the button at the top right of the page titled “Submit a request” or 2) click on “Contact Information” to get live support by using the appropriate support departments listed on the page Our hours of operation are also listed on the Contact Information pageIf using our website to submit a request, you simply provide TPG with your email address, subject title, description of your inquiry, and choose whether you are a taxpayer or tax professionalYou are also able to provide any attachments associated with your inquiry Upon review of your record, a Refund Transfer (RT) was chosen when your taxes were prepared through Turbo Tax On February 9, the IRS funded your federal return; fees were deducted to pay your Turbo Tax user fees and an additional Bank processing fee for the RT The balance was deposited to the account instructed on the [redacted] Refund Processing Agreement Your financial institution rejected the funds and declared the account an R03/ “No Account – Unable to Locate Account” You may contact the ACH Department for Security Service Federal Credit Union at [redacted] and provide them with trace number: [redacted] , date of disbursement and amount for further details regarding the rejection of fundsThe funds were returned to TPG on February 11, If a taxpayer enters a bank account that will not accept the refund deposit, the transaction is rejected by the receiving bankOften times this occurs because the taxpayer has entered the incorrect bank account information or the account is closedIn these cases, the receiving bank “rejects” the transaction and returns the funds to the sender, in this case, TPGTPG has nothing to do with the incorrect account information entered by the taxpayer or the receiving bank’s decision to reject the fundsOnce TPG receives the refund, the company has the option of making another attempt to disburse the funds to the customer or simply returning the funds to the IRS Controls are in place to protect our customers from identity theft and fraudTPG verified your information and released the hold from your accountOn February 22, TPG was issued your tax refund as a check and mailed it to you the same dayYour account confirms that the check cleared on March 1, Thank you for taking the time to communicate to us why our service did not meet your expectations We hope that the points above addressed your needs and provided the best solution available to resolve your issueIn addition, we will further evaluate how we can enhance our processes to avert this problem from occurring again in the near futureIf you have any other questions or concerns, please feel free to contact me at [redacted] , Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear b I do not after because yourverification system is not workingI verified all information as requestedYour system would not verify tve codes that were sentTo me that is your error not mineI need you to promptly send me a check for my refundI entered all required coses correctlyWith no errors I am being penalized for the flaws in your systemI am still waiting for three supervisor call backs I have never been treated no rudely and unprofessionallyone of your reps admitted the system was malfunctioningI have read several complaints from consumers having the same problem.They were mailed thier checks directly from your company.I want mine Regards, [redacted]

Dear Ms [redacted] , This letter is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on March 30, To give you some background information and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with [redacted] Bank (Bank)TPG is a third-party processor for the BankThrough this relationship, [redacted] can offer tax products which are sold through TPG through independent tax professionals and online tax preparation servicesThe product you have used through TPG, called a “Refund Transfer”, allowed you to pay for your tax preparation fees and RT processing fee directly out of your tax refundThis service is optionalThis saved you the difficulty of paying these fees upfront to the software provider According to our records, on March 3, 2018, TPG received your electronic filing record from your tax preparer, Marc ***-***This means that you had your tax returned prepared by Mr***- [redacted] and you elected to utilize a Refund Transfer to pay your tax preparation fees in lieu of a credit card On March 27, 2018, your refund was approved by the IRS and payment in the amount of $1,was made to TPGTPG deducted the tax preparation fee of $327.00, RT processing fee of $and made payment of $1,via direct deposit to the account indicated on your RT Application and Agreement For purposes unknown to TPG, the Bureau of Fiscal Service (BFS) intercepted a portion of your refund before it was received at TPGThe BFS offsets taxpayers’ refunds through the Treasury Offset Program to pay off past-due federal agency non-tax debts such as child support, student loans, and state income tax obligations Neither TPG nor the IRS is provided with the specific information of your debtIt is advised that you contact the BFS at (800) 304-for further details regarding the government debtThe BFS will send a notice in the mail informing you of any government offset that was madeYou may also utilize the “Where’s My Refund” tool at the IRS to check on the status of your refund including any notices of refund reductions (https://www.irs.gov/refunds) TPG is very sorry for any inconvenience you may have experiencedHowever, TPG has provided the service which we were contracted to provide in deducting the applicable fees and depositing the funds into the account which you directed on the online agreementIf you have any questions or concerns, please, do not hesitate to contact TPG directly at 858-550-5072, Monday through Friday, 7:am to 4:pm PST Respectfully, [redacted] Program Operations Analyst